Core Pillars
Predictive Intelligence
- Forecast SLA risks, workload spikes, and error-prone patterns
- Take proactive actions before issues grow
Real-Time Visibility
- Live dashboards for queues, utilization, AHT, TAT, risks, and performance
- Complete situational awareness
Intelligent Automation
- Automated case allocation & routing
- Quality sampling & escalation workflows
Quality & Risk Assurance
- AI-driven sampling
- Standardized audits
- Root-cause insights
- Maker-checker governance
Key Features
Smart Work Allocation
- Automated get-next logic
- Manual priority overrides for urgent cases
Operational Control
- Real-time workload monitoring
- Centralized activity & audit logs
Performance Management
- KPI tracking (AHT, FTR, SLA, utilization)
- Capacity & availability monitoring
Quality & Compliance
- AI-based audit sampling
- Standardized QA workflows
- Risk threshold & coverage controls
Team Enablement
- Training, PKTs, surveys
- In-platform communication with read tracking
Enterprise Security
- Role-based access control
- Financial-grade governance
Business Impact
Efficiency
- 20–40% faster processing
- Reduced manual oversight
- Better workload balancing
Quality
- 15–30% fewer errors
- AI-driven audit coverage
- Improved first-time-right execution
Performance Management
- KPI tracking (AHT, FTR, SLA, utilization)
- Capacity & availability monitoring
SLA Performance
- Up to 95% SLA adherence
- Automated prioritization
- Early risk alerts
Cost Optimization
- Smarter capacity utilization
- Lower rework & escalations
- Reduced operational leakage